Job Description
Job Description
We are seeking a Support Desk Specialist who will provide phone and remote technical support to clients in an efficient, effective, and accurate manner. They will work with the support operations team and provide support delivery to clients. The goal for this position is to make sure that the customer’s value is maintained to the standards set by the company.
Essential Duties and Responsibilities
- Perform onsite installation, maintenance, and repair of client and company equipment
- Serve as the technical resource for scheduled client support appointments
- Act as the onsite point of contact for clients
- Provide Support Desk and queue support as needed, including diagnosing and resolving advanced issues
- Maintain communication with clients and ensure timely follow-up through resolution
- Participate in on-call and after-hours support rotation, including weekends
- Complete accurate ticket documentation, time entries, and closure notes
- Maintain and update internal technical documentation for company and client environments
- Continue building knowledge of support procedures, products, and services
- Recommend process improvements and procedure modifications
- Deliver excellent customer service and a positive client experience
- Follow company processes and support applicable regulatory requirements
- Participate in internal and external technical strategy and consulting meetings
- Perform other duties as assigned
What We’re Looking For
- Degree in a related field, or equivalent experience
- 2+ years of related experience working independently in the field or at client sites
- 3-5 years of related IT experience
- 1–5 years of experience in an MSP environment preferred
- Certifications or equivalent experience in A+, Security+, and Network+
- Strong troubleshooting skills across a broad range of technologies
- Experience with:
- PC hardware, Macs, printers, scanners, peripherals, mobile devices, and servers
- Windows PC and Server operating systems
- Citrix, VMware, MS Office products, and Mac OS
- Terminal server environments, networking, LAN, WAN, and UTMs
- Strong verbal and written communication skills
- Excellent customer service and relationship-building skills
- Ability to multitask in a fast-paced, team-oriented environment
- Strong organization and attention to detail
- Enjoy working with people, solving problems, and learning new things
- Reliable personal vehicle and valid Georgia Driver’s License required
- Willingness to travel up to 50%
Work Environment
- Professional, climate-controlled indoor office setting
- Shared workspace with frequent in-person interaction and face-to-face meetings
- Requires regular on-site presence during designated business hours
- Daily use of company-provided hardware, high-speed networks, and office infrastructure
Physical Requirements
- Regular use of a computer, keyboard, mouse, printer, and other office equipment
- Ability to lift, carry, and move IT equipment, including servers and UPS batteries, weighing 50+ pounds
- Ability to bend, stoop, kneel, reach, and work in tight spaces such as under desks or in server racks
- Good hand-eye coordination for cable termination, hardware handling, and tool use
- Ability to stand, walk, and work in awkward positions for extended periods while troubleshooting
Why Work With Us?
Competitive Pay
Career advancement opportunities and career planning/certifications
Incentive Plan for Employee and Client Referrals
Technical certification & leadership training
MIS Solutions, Inc., is a high-growth, privately owned Managed IT Services Provider in Suwanee, Ga. For 27 years, we have helped small and medium businesses by delivering technology solutions to complex business problems. MIS Solutions was founded on the call to serve, built by developing long-term relationships with clients, and grown by an intense desire to deliver great value at every interaction. MIS team members make our company what it is. We are an EOS company and take pride in attracting and retaining people who are professional, skilled, and focused on results. We love to serve others and demonstrate servant leadership in the products, services, and solutions we provide and the way we market, sell, communicate, and develop relationships.